IT Support Technician

NetGreene Solutions, LLC is hiring a full-time IT Support Technician to deliver remote and on-site technical assistance to managed service clients. This role includes periodic travel to client locations for troubleshooting, installations, maintenance, and project work, along with taking ownership of service requests and coordinating escalations when needed.

Role Overview

This position is primarily office-based, with remote support responsibilities and travel to client sites for periodic technical needs. Approximately 15–20% of work may occur at client locations. Technicians operate as part of a team and receive direction on priorities, escalations, and project assignments from technical leadership. Some scheduled or unscheduled after-hours, weekend, and holiday work may be required based on client needs, projects, maintenance requirements, or on-call responsibilities.

Key Responsibilities

• Provide remote and on-site technical support to managed service clients.
• Troubleshoot and resolve issues related to hardware, software, operating systems, networks, printing, peripherals, and connectivity.
• Install, configure, maintain, and troubleshoot Windows workstations and related business applications.
• Support Microsoft technologies including Microsoft 365, Windows, Active Directory, Entra ID, and related services.
• Perform basic troubleshooting of switches, wireless networks, firewalls, VPN connectivity, and other network infrastructure.
• Install, configure, and troubleshoot VoIP phones and telecommunications equipment.
• Deploy and configure computers, monitors, printers, network equipment, and other client technology.
• Complete workstation setup, replacement, migration, and user onboarding/offboarding activities.
• Assist senior technicians and engineers with server, network, cloud, security, telecommunications, and infrastructure projects.
• Own assigned service requests and incidents through resolution or appropriate escalation.
• Communicate clearly with clients about issue status, troubleshooting steps, expected next steps, and resolution.
• Identify issues that require escalation and engage senior technical resources following established procedures.
• Document troubleshooting actions, configurations, resolutions, time worked, and client communications in the company service desk/PSA system.
• Maintain accurate documentation of client systems, configurations, credentials, equipment, and network environments as appropriate.
• Observe client environments for potential technical, security, reliability, or operational concerns and report findings to technical leadership.
• Follow company technical standards, security practices, documentation requirements, and service procedures.
• Maintain a professional, customer-focused communication approach with clients and coworkers.
• Safely operate personal or company vehicles when traveling to client locations.
• Perform other technical duties and project work as assigned.

Required Qualifications

• High school diploma or GED.
• Working knowledge of computer hardware, Windows operating systems, software installation, and general IT troubleshooting.
• Basic understanding of TCP/IP networking, including IP addressing, DNS, DHCP, wired networking, and wireless networking.
• Ability to systematically troubleshoot issues and determine when escalation is appropriate.
• Clear, professional communication of technical information to technical and non-technical users.
• Strong written communication and documentation skills.
• Ability to manage multiple service requests and changing priorities in a client-service environment.
• Ability to work independently while following established procedures and escalation requirements.
• Ability and willingness to learn new technologies and troubleshooting methods.
• Valid driver’s license and reliable transportation for travel to client locations.
• Ability to lift and carry equipment up to 50 pounds when required.
• Must be at least 18 years of age.
• Must have unrestricted authorization to work in the United States.
• Must be able to meet company requirements related to driving and travel to client locations.
• Must be available for occasional scheduled or unscheduled after-hours and weekend work.
• Must be willing to complete any pre-employment screening required by company policy.

Technology Stack

• Microsoft 365, Windows, Active Directory, Entra ID
• VoIP
• TCP/IP, DNS, DHCP, VPN

Compensation and Benefits

Pay: USD $55,000 - $68,000 per year.

• Health insurance
• Life insurance
• Paid time off

Preferred Qualifications

• One or more years of professional IT support, help desk, desktop support, field service, or managed services experience.
• Experience working for a Managed Service Provider (MSP) or supporting multiple business environments.
• Experience supporting Microsoft 365.
• Experience with Active Directory and/or Microsoft Entra ID.
• Experience supporting Windows Server environments.
• Experience troubleshooting business networks, firewalls, switches, wireless access points, and VPN connectivity.
• Experience with VoIP or business telecommunications systems.
• Experience using a PSA, ticketing, remote monitoring and management (RMM), or remote support platform.
• Associate degree in Information Technology, Computer Science, Networking, or related field.
• CompTIA A+, Network+, or equivalent industry certification.
• Microsoft, Cisco, or other relevant technical certifications.

Additional Role Context and Company Overview

NetGreene Solutions and CrossPath Telecom Network provide managed information technology and telecommunications services to businesses throughout the markets they serve.

Job Details

• Job Type: Full-time
• Work Location: In person (Louisville, KY 40204)
• Work Environment: Primarily office-based with regular remote client support and periodic travel; approximately 15–20% on-site work may be expected depending on client and project requirements.

Application Questions

• Do you have a valid driver's license and reliable transportation for occasional travel to client locations?
• How many years of professional IT support, help desk, desktop support, or field service experience do you have?
• How many years of experience do you have supporting Windows desktops in a business environment?
• Do you have experience supporting Microsoft 365 in a business environment?
• Are you comfortable communicating directly with clients, both remotely and in person, while troubleshooting technical problems?
• Do you have experience troubleshooting basic TCP/IP networking, including IP addressing, DNS, DHCP, Wi-Fi, and connectivity issues?
• A user's computer has an IP address of 169.254.25.10 and cannot access the network. What does this typically indicate, and what would you check first?
• A user can access websites by IP address but cannot access them by name. What service would you investigate first?
• A user calls and says, "My computer can't get to the internet." Briefly describe the first few things you would check before escalating the ticket.
• You are working on a client issue and have spent approximately 20–30 minutes troubleshooting without making progress. What would you do next?